Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals...
Read More >>>Tag Archives: support center
Will Social Communities and Mobile Apps Replace Call Centers?
Social communities and mobile apps will not replace call centers. But they will change them...
Read More >>>Customer Service Through Social Channels
How do organizations get started in delivering services through social channels? It’s a pretty simple formula: Listen, learn and dialogue. This podcast is also available...
Read More >>>Social Media is Changing Customer Service
Social media, mobile apps and other developments are enabling the “greatest consumer movement in history.”
Read More >>>Value Proposition: A New Era In Customer Service
In this podcast, Brad shares his reasons for believing it’s a new era in customer service.
Read More >>>Leading organizations are restructuring for better service
Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella. This is causing enormous internal structural change...
Read More >>>The Tough Economy is Forcing Critical Thinking
Making the right decisions requires both intuition and discipline. Although you can’t boil leadership – that’s of course what we’re really talking about – down...
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